The bonus screen shows no free spins and the balance has not changed, which usually means a qualifying deposit did not register with the promotion. A pending withdrawal that sits unmoved on the same screen almost always points to a check or document stage that has not finished.

Welcome bonus and free spins missing after a deposit

Players at bet-365au.com/ see the bonus screen empty or the balance unchanged after a qualifying deposit, and the promotion did not register for the account.

  • The deposit was made before the bonus was selected on the screen.
  • The payment route used at deposit does not qualify for the offer.
  • The account holds more than one active bonus.
  • The bonus code was typed with spaces or the wrong case.
  • The registration details differ from the deposit details.
  1. Open the bonus screen and confirm whether the offer is still listed as available for the account.
  2. Check that the deposit went through and appears in the balance rather than being held.
  3. Enter the bonus code again exactly as shown, with no extra spaces.
  4. Select the promotion first and then make the qualifying deposit in the same session.
  5. Close the page and reopen it through the phone browser to refresh the bonus screen.
  6. Wait for the deposit to settle fully before expecting the credit to appear.
  7. Confirm the payment route used is one that the offer accepts.
  8. Finish any pending bonus before starting a second one on the same account.
  9. Make sure the name and address on the account match the deposit source.
  10. Take a screenshot of the empty bonus screen and the deposit record.
  11. Keep the screenshot ready in case support asks for the account history.
  12. Retry the deposit once the bonus is properly selected on the screen.
  13. Note the exact time of the qualifying deposit before contacting anyone.
  14. Contact support once the deposit is confirmed, the code is correct and the bonus still has not appeared.

A withdrawal still pending after the expected time

The withdrawal shows as pending while the balance is already reduced, and the cause is usually a verification stage or a bonus condition attached to the funds.

  • Identity or address documents are still under review.
  • An active bonus is tied to the funds and limits what can be withdrawn.
  • The payout route differs from the deposit route.
  • A security check was triggered by a change of address or payment details.
  • The request was made while a game round was still open.
  1. Open the transaction history and confirm the withdrawal status.
  2. Complete any missing identity steps on the account.
  3. Finish or clear any bonus linked to the withdrawn balance.
  4. Close open games and wait for the rounds to settle before requesting again.
  5. Use a payout route that matches the method used for deposits.
  6. Keep the account details stable while the request is being processed.
  7. Take a screenshot of the pending request with its reference.
  8. Contact support once the documents are approved and the status still has not moved.

Deposit or withdrawal refused because of limits

A message appears saying the amount exceeds an account or payment limit, and the cause is usually a cap applied to the account or to the chosen method.

  • The amount is above the cap set for the account.
  • The payment method has its own ceiling for the player.
  • Several deposits in a short period reached a rolling cap.
  • Account level restrictions apply to newer accounts.
  • The requested payout is larger than the amount allowed for that route.
  1. Reduce the amount and submit a request within the cap shown on screen.
  2. Spread deposits across a longer period instead of grouping them.
  3. Choose a different payment route with room for the amount.
  4. Complete any account steps that lift the standard cap.
  5. Split a large withdrawal into smaller requests if the route allows it.
  6. Confirm the balance does not include bonus funds that cannot be withdrawn yet.
  7. Try the request again once earlier deposits have fully cleared.
  8. Contact support when a reduced amount is accepted but the original cap seems wrong for the account.

Identity verification stuck or documents rejected

The account shows verification as pending or a document is marked as not accepted, and the cause is usually image quality or a mismatch with the registered details.

  • The photo is blurred, cropped or shows glare.
  • Only part of the document is visible in the frame.
  • The document has expired.
  • The name or address differs from the account details.
  • The file is in a format the upload form cannot accept.
  1. Retake the photo in good light with all four corners visible.
  2. Use a flat surface and avoid shadows across the text.
  3. Submit a document that is currently valid.
  4. Make sure the name matches the account exactly, including middle names.
  5. Provide an address document that shows the same address as the account.
  6. Upload one file at a time in a common image format.
  7. Check that the uploaded file is complete before submitting.
  8. Contact support with the reference of the rejected document when a clear photo is still refused.

Players on mobile bet365 can avoid most of these problems by keeping their name, address and payment details identical everywhere and finishing verification before requesting a payout.